Service Level Management

An introductory course about understanding service level management, its components and policies.
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  • Lectures 74
  • Contents Video: 2.5 hours
    Other: 4 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 5/2014 English

Course Description

Service-level management assures that the internal IT support-providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) are in place. The process involves assessing the impact of change on service quality and SLAs.

The Service Level Management Program provides a comprehensive overview of the major concepts and processes involved with Service Level Management. You will gain an understanding of what Service Level Management as well as knowledge and understanding of the essential components of this process, such as Service Level Agreements, Operational Level Agreements, Underpinning Contracts and the Service Catalog.

What are the requirements?

  • Basic understanding of the business industry
  • Knowledge of the English language

What am I going to get from this course?

  • Understand what Service Level Management is about
  • Learn the essential components of the Service Level Management
  • Understanding Operational Level Agreements, Underpinning Contracts and the Service Catalog.

What is the target audience?

  • Anyone looking to gain an understanding of the Service Level Management and its practical application in the business environment.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Welcome
Introduction to the Program
Preview
03:37
Section 2: Overview of the Course
01:28

This lecture will introduce the service level management course. The purpose and goal will also be dicussed.

02:28

This lecture will discuss the objectives and scope of the course.

02:50

This discussion will focus on some terminologies included in the course. The activities of service level management and its value to the business will also be discussed.

9 pages

This PDF file contains Section 2 of this course. You can download the complete e book at the end of this course.

Section 3: SLM Roles & Responsibility Part 1
02:24

This lecture will introduce the first part of the roles and responsibilities in service level management. The position responsibilities will also be discussed.

02:52

This lecture will discuss the right skills that are needed to make a difference in service level management and the monitoring service performance.

01:40

This lecture will discuss underpinning agreements, collating, measuring, and improving service level management and conducting service reviews.

02:45

This lecture will discuss developing contacts, relationships in service level management, and will focus on complaints and compliments of service level management..

Section 4: SLM Roles & Responsibility Part 2
01:59

This lecture will introduce the second part of the roles and responsibilities in service level management. The the triggers, inputs, and outputs of service level management will also be discussed.

02:28

This lecture will discuss information management and KPIs of service level management.

01:40

This lecture will discuss the critical success factors, challenges, and common misconceptions about service level management.

.

Lecture outline:

0:00    CSFs of Service Level Management
0:16    Challenges of Service Level Management
0:42    Common Misconception
8 pages

This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.

Section 5: SLAs, OLAs and UCs
01:41

This lecture will introduce SLAs, OLAs, and UCs.

03:44

This lecture will discuss designing SLA structures, producing service reports, and the contents of SLAs.

04:48

This lecture will talk about contract areas to consider in service level management.

04:36

This discussion will focus on contract components of service level management and designing the contents of SLAs.

03:07

This lecture will discuss underpinning contracts and OLA contents.

01:32

This lecture will discuss the critical success factors in service level management.

13 pages

This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.

Section 6: Writing Reports — Part 1, 2, 3 and kpi
01:43

This lecture will discuss writing reports, writing clearly, and familiar words in service level management.

01:22

This lecture will discuss concrete nouns, jargon, and slang in reports for service level management.

01:15

This lecture will discuss writing concisely, active voice, watching out for adverbs, and writing correctly in reports for service level management.

01:16

This lecture will discuss components of correctness namely style and factual information.

01:31

This lecture will discuss simplify, parallelism, and style/tone in writing a report for service level management.

03:28

This lecture will discuss the top tips for proposal writing in service level management.

01:59

This lecture will identify why proposals are rejected.

03:36

This lecture will talk about KPIs in service level management.

8 pages

This PDF file contains Section 6 of this course. You can download the complete e book at the end of this course.

Section 7: Service Catalog Management - Part 1 and 2
01:46

This lecture will discuss the purpose, objective, scope, and value of service catalog management.

02:44

This lecture will discuss service catalogs and key activities.

03:23

This lecture will discuss the saying 'The customer is king' and make service catalogs actionable.

.

Lecture outline:

0:00    The Customer is King
1:24    Make it Actionable
01:33

This lecture will discuss the system of records, KPIs of service catalog management, and information management.

02:59

This lecture will discuss information management and its challenges, critical success factors and risks.

9 pages

This PDF file contains Section 7 of this course. You can download the complete e book at the end of this course.

Section 8: Skills and Qualities — Part 1 and 2
02:24

This lecture will discuss decision-making skills and management in decision making.

.

Lecture outline:

0:07    Decision-Making Skills
1:25    Management Decision-Making
02:31

This lecture will discuss making bad decisions and decision-making quotes.

.

Lecture outline:

0:00    Bad Decisions
1:41    Decision-Making Quotes
02:33

This lecture will talk about decision making as a group.

04:43

This lecture will explain some brainstorming techniques.

04:02

This lecture will discuss types of group decisions and group consensus guidelines.

.

Lecture outline:

0:00    Group Decision Types
2:55    Group Consensus Guidelines
02:05

This lecture will discuss the cold hard facts and reactions to change.

.

Lecture outline:

0:00    Why Change?
0:19    Cold Hard Facts
1:09    Reactions to Change
01:25

This lecture will discuss change styles, managing change, organizational change, and change objective.

.

Lecture outline:

0:00    Identifying Change Styles
0:35    Your Role in Managing Change
0:49    Organizational Change
1:03    Define the Change Objective
Section 9: Skills and Qualities — Part 3
01:07

This lecture will discuss staff tools, communication expectations, reward success, and stages of change.

.

Lecture outline:

0:00    Give Staff Tools for Success
0:17    Communicate Expectations
0:31    Reward Success
0:41    Stages of Change
02:32

This lecture will discuss the definition of conflict, functional conflict, dysfunctional Conflict, and the levels of conflict.

.

Lecture outline:

0:00    What is Conflict?
0:34    Functional Conflict
1:01    Dysfunctional Conflict
1:25    Levels of Conflict
02:15

This lecture will talk about the skills and qualities of service level management such as attitude and persuasion.

.

Lecture outline:

0:00    Your Attitude
0:29    Persuasion
01:29

This lecture will discuss perceptions and assumptions in service level management and conflict resolution styles.

.

Lecture outline:

0:00    Perceptions and Assumptions
0:15    Conflict Resolution Styles
01:40

This lecture will discuss intra and inter-organization as well as group and personal conflict.

.

Lecture outline:

0:00    Intra and Inter-Organization Conflict
0:42    Intra and Inter-Group Conflict
1:12    Intra and Inter-Personal Conflict
Section 10: Skills and Qualities — Part 4
01:16

This lecture will discuss the difference between task, relationship and process, and handling conflict.

.

Lecture outline:

0:00    Task vs Relationship vs Process
0:52    3-Step Process for Handling Conflict
02:20

This lecture will talk about how to build relationships.

01:53

This lecture will discuss alternative conflict resolution and outcomes of conflicts.

.

Lecture outline:

0:00    Alternative Conflict Resolution
0:50    Customers
1:22    Desired Outcomes of Conflict
1:41    Summary
21 pages

This PDF file contains Section 10 of this course. You can download the complete e book at the end of this course.

Section 11: Your Workforce — Part 1
01:33

This lecture will discuss rewards and recognition aside from money and the cost and factors to be considered in recognizing your workforce.

.

Lecture outline:

0:00    It's Not All About Money
0:25    Reward and Recognition
0:45    The Cost
1:03    Factors
01:25

This lecture will discuss challenging goals, clear instructions, meaningful tasks, and feedback.

.

Lecture outline:

0:00    Challenging but Attainable Goals
0:17    Clear Instruction
0:32    Meaningful Tasks
1:01    Feedback
01:43

This lecture will discuss incentives and who really benefits in recognizing people in the group.

.

Lecture outline:

0:00    Rewards and Incentives
0:54    No Single Rewards
1:23    Who Benefits?
Section 12: Your Workforce — Part 2
02:05

This lecture will talk about working in a team.

02:59

This lecture will discuss the types of teams and success in teamwork.

.

Lecture outline:

0:00    Types of Teams
2:08    Teamwork Success
04:18

This lecture will discuss employee involvement, handling team conflict, and learning to be a leader.

.

Lecture outline:

0:00    Employee Involvement
0:21    Team Conflict
2:09    Learning to be a Leader
04:28

This lecture will discuss the LEAD Model and finding out what sort of leader are you.

.

Lecture outline:

0:00    LEAD Model
2:59    What Sort of a Leader are You?
04:17

This lecture will discuss leading by example and the management process.

.

Lecture outline:

0:00    Lead by Example
3:34    Management Processes
5 pages

This PDF file contains Section 12 of this course. You can download the complete e book at the end of this course.

Section 13: Your Workforce — Part 3
01:43

This lecture will discuss how to motivate the team and coaching the staff.

.

Lecture outline:

0:00    How to Motivate
0:41    Disadvantages of CMS from the Clients Point-of-View
02:31

This lecture will talk about coaching skills.

02:16

This lecture will discuss working together and why training is needed.

.

Lecture outline:

0:00    Working Together
0:40    Why is Training Needed?
1:04    Contributing to Your Team
1:29    Learning Organizations
02:23

This lecture will discuss the development cycle, performance appraisals, and cross training.

.

Lecture outline:

0:00    Development Cycle
1:10    Performance Appraisals
1:43    Cross Training
02:03

This discussion will focus on recognizing and avoiding poor management.

4 pages

This PDF file contains Section 13 of this course. You can download the complete e book at the end of this course.

Section 14: Service Level Management Case Study and Exercises
Case Study
10 pages
Exercise 1
1 page
Exercise 2
1 page
Section 15: Course Resources
151 pages

This e book contains the entire service level management course in a PDF format.

Section 16: Service Level Management Certification
Exam and Evaluation Information
02:15
1 page

Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.


Certification is not mandatory.

Once you've completed the course, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

. Access includes a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

You will receive a PDF certificate through your email upon passing the examination.

1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

01:27

A final message from our CEO.

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